Total Service

SmartB Total Service Management Solution is a leading service management application for management of service centre, field service and stores. Many of our customers have used it to convert their service centre into an independent profit centre. Some of the modules in Total service are installations management, service job cards, job queue, maintenance contracts (SLA) module, service business rules management, escalation management, preventive maintenance visits planning, calibration certificates management, service knowledgebase with datamining, fully integrated contact management, appointments book etc. Purchase and inventory comes built-in with Total service. You can manage stock of your products and spareparts using the inventory module. Inventory module supports 5 stock stores and 5 non-stock stores. Inventory of products received for service-and-return are handled using non-stock stores. Complete support for management of Product installations and SLAs (maintenance contracts) is provided.

Total service is an easy to use networkable application that can support 25 users in write mode and upto 255 users in read mode simultaneously. Robust performance even at 1 GB database size helps you to retain data for many years without need for pruning. All Windows platforms are supported. Installation and configuration of the software does not require any special skills. Help file is context sensitive, and inside any module you can press F1 to get help on that module. We support unlimited customisation at lowest cost.

Features

• Desk calls and Job cards management.
• Track service engineer’s current location.
• Job queue management.
• Job routing based on business rules – location based, specialization based, location / specialization based or free routing. On the routing screen load factor, pending jobs and previous experience and results with similar product or similar complaint is shown for each service engineer enabling you to take better decisions as regards to routing.
• Auto routing of service jobs to service engineers is supported. Job will be routed to a service engineer with least load based on the business rule.
• Service engineers can log in to check the jobs allotted to him and to enter service reports. They can also search knowledgebase for answers, make quotations, enter service reports and manage follow-ups.
• Standardisation of user complaints using standardization module.
• Services expenses tracking.
• Service invoicing with revenue and receivables management.
• Import service mails into service job cards.
• Service spare management.
• Intelligent mail responders for service jobs. Supports email to SMS gateway.
• QA reports and analysis graphs to track problems with products, R&D feedback, service time analysis, quality improvements over any period etc.
• Powerful searchable, self building knowledge base.
• Installation base management with analysis reports and graphs.
• Rental machines and rental installation management with support for meter based rentals.
• Tracking competitors installation base.
• Powerful module for maintenance contract management (SLA).
• Maintenance contracts expiry management – with dash board alerts and alert reports. Renewal alert mail to customers with support for email to SMS gateways.
• Supports 4 types of SLAs. On call, hours based, incidents based and preventive.
• Exhaustive preventive maintenance visits management module. Maintenance visits are automatically scheduled by system. Reports and dashboard alerts on visits due/nearing. Club visits based on location. Analyze conformance to committed dates.
• Maintenance contract receivables management and tracking.
• Escalation management server module – escalates service jobs based on business rules. Sends alert mails with support for Email to SMS gateway.
• Calibration management module.
• Assets management (equipments, instruments, vehicles etc.).
• Drawings/documents management module.
• Built-in purchase, inventory (product and spares) and basic HR module. Inventory module can be used to check spare-stock and managing the costing of service jobs and analyzing P/L.
• Supports document management in most of the modules. PDF files, word /excel files can be attached to products, sales projects, installations, employees etc. and can be directly opened within SmartB CRM software by clicking on it.
• Enter and manage payments from customers. Complete receivables management.
• Contact management and telephone book.
• Integrates seamlessly with Sales management and Campaign management modules.
• Powerful telemarketing and mail marketing management tool with optional telephony interface. Data from installations/customer module can be reused in campaign management module to send mailers and to create telemarketing campaigns. For example, you can create a telemarketing campaign or a bulk mailer for all who have an installation of product X.
• Export to Word/Excel/Lotus/Text etc. for all reports.
• Employee log-in with employee, department, and super-user level access control for security. Supports feature/module level access control.
• Support customisation.